Quick answers to the questions we hear most.
52 of the most common questions, organized by topic. If you don't see what you're looking for, our team responds to every inquiry within two business days.
Understanding High Conflict
What is a high-conflict person (HCP)?
A high-conflict person (HCP) has a pattern of behavior that increases and prolongs conflict rather than resolving it. High Conflict Institute co-founder Bill Eddy identified four key characteristics:
- Preoccupation with blaming others — focusing intensely on a "target of blame," usually someone close or in a position of authority
- All-or-nothing thinking — seeing people and situations as all good or all bad, with no middle ground
- Unmanaged emotions — intense reactions that seem out of proportion to the situation
- Extreme behaviors — actions that 90% of people would never take
It's not about having a bad day — it's a consistent, predictable pattern. Once you can recognize it, you can respond effectively instead of being caught off guard. Explore our training.
What are the five types of high-conflict personalities?
In his book 5 Types of People Who Can Ruin Your Life, Bill Eddy describes how high-conflict behavior often overlaps with five personality patterns: narcissistic, borderline, paranoid, antisocial, and histrionic. Not everyone with these traits is high-conflict — but when high-conflict behavior combines with one of these patterns, interactions become especially difficult. HCI training teaches how to recognize each pattern and respond effectively.
What is a BIFF Response®?
A BIFF Response® is HCI's method for replying to hostile or misinformed email, text, or social media without escalating the conflict. BIFF stands for Brief, Informative, Friendly, and Firm. It keeps your reply short, sticks to useful information, stays courteous, and closes the topic — defusing the back-and-forth that high-conflict communication thrives on. See our BIFF Response® course.
What is an EAR Statement™?
An EAR Statement™ is a brief verbal technique for calming an upset person in seconds. EAR stands for Empathy, Attention, and Respect. By quickly showing that you understand the person's distress, are paying attention, and respect them, you lower their defensiveness and make a productive conversation possible — even with someone in crisis. See our EAR Statement™ course.
What are the 4 Big Skills™?
The 4 Big Skills™ are the core framework taught in HCI's New Ways® programs: Flexible Thinking, Managed Emotions, Moderate Behaviors, and Checking Yourself. They're the practical, learnable skills that help anyone — clients, employees, co-parents, or you — navigate high-conflict situations more effectively. Learn about New Ways® training.
Courses, Access & Certificates
How do I get my certificate of completion?
For on-demand courses, your certificate is emailed to you automatically as soon as your course is 100% complete. For live trainings, it is emailed to you after the training is finished.
If it hasn't arrived:
- For on-demand courses, go back in and make sure every section is marked complete (one unfinished section is the most common reason a certificate hasn't gone out).
- Check your spam folder.
Still nothing? Email info@highconflictinstitute.com and we will look into it right away.
Can you re-send my certificate, or send it to a different email address?
Of course. Email info@highconflictinstitute.com with the course name, the email you registered with, and the address you would like it sent to, and we will take care of it.
I need proof of completion for court. What should I request?
When you complete a New Ways for Families® course, your certificate of completion is the document families provide to the court. If your court, attorney, or evaluator needs anything beyond the certificate, email us and we will help.
I bought a course. How do I access it?
Right after purchase you receive a receipt and an account email with your access details. Your courses live at HighConflictTraining.com: sign in with the email address you used at checkout and you will find your courses under My Library. If you purchased through Conflict Influencer®, use the login link in your access email to sign in at ConflictInfluencer.com instead. Can't find the access email? Check spam first, then email us and we will get you in.
My password reset email never arrives. What do I do?
First check spam and any promotions folder. If it is truly not arriving, the most common cause is that your account is under a different email address than the one you are trying. Email info@highconflictinstitute.com with the address you used to purchase and we will confirm the right login or reset it for you.
Where is my Zoom link for the live class?
Your Zoom link is emailed to you as the session gets closer. There is no fixed send time, but it always arrives before the session starts. If it is not in your inbox shortly before your session, check spam first, then email us and we will resend it right away.
Do the online courses expire? Can I go at my own pace?
Our online courses are self-paced: start anytime, pause anywhere, and pick back up where you left off. Your access does not expire, so you can return to the material whenever you need a refresher.
I missed a live session. Is there a recording?
Our live sessions are not recorded. We keep it that way to protect the confidentiality of everyone who participates and because so much of the value comes from real group interaction in the moment. If you know you will miss a session, or you just missed one, email us and we will help you figure out the best way to stay on track.
What time are live sessions, in my time zone?
Live class times are listed in Pacific time. Your confirmation email shows the time, and worldtimebuddy.com makes it easy to line up Pacific time with your own zone. Unsure? Email us and we will confirm your local time.
Can I buy a course for someone else (a client or family member)?
Yes. The cleanest way is to enter the recipient's name and email at checkout so their access is set up under their own account from the start. Already purchased under your own details? Email info@highconflictinstitute.com and we will transfer the access.
Training & Speaking Inquiries
How can my organization book HCI's speakers or trainers for an in-person or virtual training?
You have two options:
- Schedule a 15-minute Zoom with Megan to discuss your training needs.
- Submit a request for a custom proposal and we'll respond within two business days.
Are Bill Eddy or Megan Hunter available for keynotes?
Yes. Both Bill Eddy and Megan Hunter speak at conferences, professional associations, court and legal events, corporate programs, government agencies, and organizations around the world. Topics typically focus on high-conflict personalities, conflict resolution, workplace dynamics, leadership, family law, mediation, and related subjects.
New Ways® Methods & Certification
What are HCI's New Ways® methods? How can I get training or certification?
New Ways® is our evidence-informed method for working effectively with people who have high-conflict behaviors. It teaches the 4 Big Skills™ — Flexible Thinking, Managed Emotions, Moderate Behaviors, and Checking Yourself — and is designed for professionals who support clients, coachees, families, teams, or organizations.
Several versions are tailored to different professional roles:
- New Ways for Families® — for counselors and coaches
- New Ways for Work® — for coaches, leaders, and managers
- New Ways for Mediation® — for mediators
- New Ways for Life™ — for teachers, youth leaders, parents, and anyone helping young people (ages 12–17)
Professionals can become New Ways Providers by completing our training and obtaining a license to use the method. Those who want to go further can pursue advanced certification. Licensed and certified providers are eligible to be added to our online directory so clients and organizations can find them.
What is the difference between a training and a certification?
A training teaches you the New Ways® method so you can use the skills and tools in your work. After completing a training, you can become a licensed New Ways Provider.
A certification goes a step further. It's an advanced level of competency that demonstrates deeper mastery — additional learning, practice, feedback, and assessment. Certified providers are listed in our online directory.
In short: Training = learn the method and become licensed. Certification = advanced expertise and formal recognition.
I'm a mental health professional. What training and programs are best for me?
We recommend our New Ways® trainings along with our advanced High-Conflict Mental Health Certification. Together these give you both the foundational method (the 4 Big Skills™) and deeper expertise in identifying and managing high-conflict personality patterns in clinical settings.
- High-Conflict Mental Health Certification — taught by Bill Eddy, in-depth coverage of five high-conflict personality patterns and practical session management.
- New Ways for Families® — Counselor Training — for therapists working with separating, divorcing, or co-parenting families.
- New Ways for Families® — Coach Training — for coaches working with parents in the New Ways for Families® online class.
If you'd like help choosing the best path, reach out.
Are HCI courses self-paced or live?
Both. Many programs are hybrid — self-paced online foundations plus live sessions with HCI faculty — while a number of on-demand courses are fully self-paced so you can start anytime and learn at your own speed. Each program lists its format so you can choose what fits your schedule. Browse the catalog.
Do I get a certificate of completion?
Yes. HCI courses and trainings provide a Certificate of Completion. Multi-month certification programs additionally award a formal HCI credential, and several include a listing in our public provider directory.
Is HCI training evidence-based and research-backed?
Yes. HCI's methods draw on decades of clinical, legal, and mediation experience and on research into high-conflict behavior and personality patterns. Co-founder Bill Eddy developed High Conflict Personality theory from his background as a licensed clinical social worker and family-law attorney, and the methods have been refined across thousands of real cases and organizations since 2008.
How do I renew my New Ways® license or check my licensing status?
Email newways@highconflictinstitute.com with your name and which program you are licensed in, and we will check your status and walk you through your renewal.
I'm certified but don't appear in your provider directory. How do I fix my listing?
Our provider directory is at ConflictInfluencer.com/providers. To be added, or to fix your listing, email newways@highconflictinstitute.com with your name, credentials, and the certification you completed, and we will get it updated.
About HCI & Our Experts
Who is Bill Eddy?
Bill Eddy, LCSW, Esq. is the co-founder and Chief Innovation Officer of the High Conflict Institute. A lawyer, family mediator, and licensed clinical social worker, he developed the High Conflict Personality (HCP) theory now used by courts, agencies, and employers worldwide. He's the author of more than 25 books and co-hosts the It's All Your Fault podcast. Read more about Bill.
Who is Megan Hunter?
Megan Hunter, MBA is the co-founder and CEO of the High Conflict Institute. A leading expert on high-conflict behavior in workplaces, customer service, government, and ombuds settings, she leads HCI's strategy and global trainer network and co-hosts the It's All Your Fault podcast. Read more about Megan.
What books has Bill Eddy written?
Bill Eddy has written more than 25 books on high-conflict personalities, including BIFF: Quick Responses to High-Conflict People, 5 Types of People Who Can Ruin Your Life, Splitting: Protecting Yourself While Divorcing Someone with Borderline or Narcissistic Personality Disorder, It's All Your Fault!, and Don't Alienate the Kids. Browse the bookstore.
Working With HCI
Can you refer me to an HCI-trained lawyer, mediator, therapist, or other professional?
We do not make individual referrals. We provide a list of providers who have been trained in our New Ways® methods or our certifications: Find a provider.
Do you provide counseling, mediation, or parent coordination services?
No. We are an education, training, and consultation organization. We do not provide counseling or therapy, mediation services, or parent coordination.
If you want strategies for handling a specific high-conflict situation, a consultation is the right fit: we talk through what is happening and map out practical approaches using our methods. To work with a trained professional directly, browse our provider directory.
Can Bill Eddy, Megan Hunter, or anyone else at HCI testify as an expert witness in my case?
No, we do not testify as expert witnesses in legal proceedings. We recommend consulting with your attorney for all legal strategies.
If you would like help thinking through how to approach a high-conflict case, our legal consultations are designed for exactly that.
Can I send my clients to you for help? Do you have classes, consultations, or coaching for them?
Yes — you can absolutely refer your clients to us. Through our dedicated client-support platform at ConflictInfluencer.com, clients can access:
- Conflict Influencer® group classes (BIFF Responses®, EAR Statements™, more)
- New Ways for Couples & Families online class + coaching
- New Ways for Families® online class + coaching (including Co-parenting Without Court)
- New Ways for Families® Pre-Mediation Coaching
- 1:1 consultations for individualized support
Refer clients often? Join our affiliate program and earn on the referrals you're already making — sign up as an affiliate.
Can I quote or reference your books and materials in my own writing, research, or practice?
Standard citation with attribution is always welcome for reasonable quotations. For reprints, translations, or larger excerpts, email info@highconflictinstitute.com with what you would like to use and we will connect you with the right person for permission. Delivering our programs or using our branded materials in your own practice requires the relevant training or license; tell us what you have in mind and we will let you know exactly what it requires.
I have a media, podcast, or interview request. Who do I contact?
Email info@highconflictinstitute.com with your outlet, topic, and deadline and we will get back to you quickly.
Co-Parenting Classes
Where can I find the co-parenting class?
Our online co-parenting class, New Ways for Families®, can be taken anytime on your own or with optional coaching: Take the class.
If you are seeking the court-ordered class, use our partner Online Parenting Programs.
Where can I find the co-parenting class for my mandatory parent education requirement?
I was ordered by the court to take New Ways for Families®. Which class do I take, and how many sessions?
New Ways for Families® in Divorce/Separation: Co-Parenting Without Court is the court-recommended class. The Co-Parent course has 12 online classes: classes 1 through 6 are the core classes, and classes 7 through 12 are optional unless your court order requires all 12, so check your order for the number it specifies. Your purchase also includes a separate 4-class Parent-Child course to do together with your child, optional unless court-ordered. When you finish, your certificate of completion is the document families provide to the court.
If your order is for a general mandatory parent education class rather than New Ways for Families® specifically, use the class through our partner Online Parenting Programs.
Does my co-parent have to take it too? Do we take it together?
Each parent takes New Ways for Families® separately, on their own account. The method is designed so that one parent benefits even if the other never participates.
Can my child be involved?
Yes. Your Co-Parenting Without Court purchase includes a 4-class Parent-Child course designed for you and your child to do together (Overview of the 4 BIG Skills, Managing Emotions, Flexible Thinking, Moderate Behavior). It is optional unless your court order requires it. There is nothing separate to buy.
Pricing & Discounts
Do you offer bulk discounts on books?
Yes. Tiered discounts on book orders apply automatically at checkout:
- 30% off orders $295+
- 40% off orders $395+
- 50% off orders $595+
Do you offer military or non-profit discounts?
Yes — we're proud to offer discounts for military personnel and non-profit organizations. Email info@highconflictinstitute.com for details.
Do you offer materials in other languages?
Some of our books and workbooks are available in other languages. Contact info@highconflictinstitute.com with your translation needs.
How much does HCI training cost?
It varies by format. Individual on-demand courses and live trainings are listed with current pricing in our trainings catalog; multi-month certifications are priced by program, and organizational engagements — custom training, keynotes, and Corporate Partnership — are quoted based on scope. Visit the trainings page for exact figures on each program.
What is your refund or cancellation policy?
Refunds are reviewed individually, on a case-by-case basis. We do not operate under a fixed refund window, we reserve the right to refuse a refund, and we aim to be fair and responsive when circumstances warrant it. Approved refunds have a 3% payment processing fee deducted. Bought the wrong course for your situation? Email us first; in most cases we can simply move you into the course that fits. To request a refund, email info@highconflictinstitute.com with the subject line "Refund Request," or read our full refund policy.
Do you offer group access to courses for courts, agencies, or firms?
Yes, group access is arranged case by case. Email info@highconflictinstitute.com with how many people and which course you are interested in, and we will put together the right option for your group.
I have a question about a book order (shipping, wrong book).
Books are sold through our publishing partner, Unhooked Media. For shipping status or an order change, you can email us or contact Unhooked Media directly. Either way, include your order number and what you need, and it will get sorted out.
Continuing Education Credits
Do you offer continuing education credits for lawyers?
Not directly, but our courses are built for it. We are not currently an approved provider with any accrediting body (the rules vary too much across U.S., Australian, and Canadian jurisdictions), so we do not issue CLE credits ourselves. Our on-demand courses are designed to meet the standards most jurisdictions require, including minimum instructional time (typically one hour), and every finished course includes a Certificate of Completion you can submit to your bar.
We were previously an approved CLE provider in California, and many jurisdictions accepted those credits.
For Canadian lawyers: many of our courses are pre-approved through CPDFormula.
Do you offer continuing education credits for mental health professionals?
Not directly. We are not an approved CE provider, so we do not issue CE credits ourselves. Every finished course includes a Certificate of Completion, and our courses are designed with CE standards in mind, so they may qualify for credit depending on your board's rules. If credit is essential, check with your board before enrolling.
If you need pre-approved CE, two options feature Bill Eddy's courses:
- J&K Seminars offers CE credits for several of his courses.
- ContinuingEdCourses.net offers one of his courses approved for CE by the American Psychological Association and others.
Personal Help & Consultations
I need help dealing with high-conflict in my personal life. Do you have help?
Yes. Our sister site, Conflict Influencer, was created specifically for people facing a high-conflict person in their personal life — divorce and co-parenting, families, couples, friendships, and at work.
ConflictInfluencer.com offers live online classes, self-directed courses, coaching, consultations, groups, and communities — and can even help you reach agreements in high-conflict situations.
I paid for a consultation. How do I book my time?
For most consultations, a scheduling link arrives by email right after your purchase so you can pick your time. For legal-case consultations, our scheduler will reach out to you personally to set it up. If you have not heard anything within a business day, email us and we will get you scheduled.
How do I reschedule or cancel my consultation?
Email info@highconflictinstitute.com with your name and appointment date and we will reschedule or cancel it for you. If you booked a specific time by email confirmation, replying to that confirmation works too.
I need help urgently. Can I get a session sooner?
We understand these situations are often urgent, and we will always try to find you the soonest available time. Email us and mention that it is time-sensitive. If you or your family are in immediate danger, please contact local emergency services first.
Talk to a real human.
Every inquiry to HCI is read by an experienced team member. We respond within two business days with the right next step for your situation.